Support Specialist I

Patterson Companies; United States; Remoto; USD 42.000 - 65.000; Tempo pieno

Vantaggi offerti da questo lavoro

Full Medical, Dental, and Vision

401(k) Match Retirement Savings Plan

Paid Time Off (PTO)

Holiday Pay & Floating Holidays

Volunteer Time Off (VTO)

Educational Assistance Program

Full Paid Par

Descrizione del lavoro

Patterson Companies seeks a Support Specialist I to handle inbound and outbound calls, provide technical guidance for software, services, peripherals, and equipment, and document interactions in the CRM. You will interact with customers to deliver a positive experience and follow escalation procedures as needed.

The role emphasizes maintaining proficiency through ongoing training, meeting performance metrics, and adhering to company policies while supporting a remote work environment.

Competenze

• 1 year customer service experience.
• 1 year CRM/POS experience with basic troubleshooting.
• 2 years experience with Microsoft OS and Office applications.

Mansioni

• Respond to inbound/outbound calls providing technical support and guidance.
• Assist with software, services, peripherals, and equipment inquiries.
• Document inquiries, steps taken, and status in CRM systems.
• Escalate issues following proper processes and policies.
• Maintain technical proficiency through continuing education.
• Communicate issues clearly with customers, peers, and leadership.
• Adhere to department processes and schedules.
• Learn new skills aligned with business needs and growth trajectory.

Conoscenze

Customer service

Communication skills

Multitasking

Typing 50 WPM

Learning agility

Guideline adherence

Time management

Data privacy

Punctuality

Code of conduct

Formazione

High school diploma

Associate's degree

Strumenti

CRM systems

Windows OS

Microsoft Office

Descrizione del lavoro

Patterson isn't just a place to work, it's a partner that cares about your success.

One of the distinguishing marks of our company is the talented people who embrace the people-first, always advancing, and results-driven culture. Professional growth abounds in this motivating environment. We value the diverse talents and experiences our employees bring to Patterson and believe that they build a stronger and successful organization.

Date Last Edited: 9/22/2026 11:42:27 AM

Job Summary

The Support Specialist I responds to inbound and outbound customer calls to provide technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment via a combination of verbal guidance and remote connection to the customer's computer(s). The specialist documents the type of inquiry, clarifying details, steps taken, resources utilized, status of resolution, and next steps in CRM system(s), enters tickets as needed, and takes appropriate follow-up actions as needed. During the interactions, the specialist provides a positive experience with customer engagement. They utilize available resources and work through proper escalation channels, following company procedures and policies.

Essential Functions

• Respond to Inbound and Outbound Calls providing technical support, answer how-to questions, and consult on workflow inquiries for software, services, peripheral devices, and equipment
• Utilize all equipment and resources provided to perform the job at the highest proficiency
• Meet or exceed department performance metrics
• Maintain technical proficiency through continued education with relevant software, services, peripheral devices, and equipment
• Communicate and elevate issues with customers, peers, and leadership effectively, in a timely manner, with positive engagement
• Follow established department processes and procedures
• Learn new required skillsets aligned with evolving business needs while following the appropriate growth trajectory of the role
• Follow schedule in workforce system(s) utilizing proper time management procedures
• Comply with Company and department policies and standards; performs other duties as assigned

Minimum Requirements

• High School Diploma or Equivalent
• 1 year Customer service experience and
• 1 year Experience with customer relationship management, point of sale, or similar systems with basic troubleshooting and
• 2 years Experience with practical application of Microsoft Operating Systems and Platforms (Windows, Excel, Outlook, Word, Powerpoint)

Preferred Requirements

• Associate's Degree
• Technical certifications
• 2 years Technical experience supporting software, computer hardware, network, or other technical troubleshooting

Skills and Abilities

• Strong customer service orientation
• Excellent written and verbal communication skills
• Ability to multi-task performing troubleshooting steps, documenting, and additional tasks while engaging with customers
• Ability to Type 50+ WPM
• Ability to learn new content related to systems, products, and applications quickly
• Ability to follow numerous guidelines, procedures, and problem-solving steps utilizing resources efficiently
• Ability to properly manage time adhering to schedules
• Ability to work with customer data and ensure proper protocols are taken to prevent data loss
• Demonstrated reliability through attendance and punctuality
• Ability to communicate with customers, peers, and leaders following Patterson's Code of Conduct and core values of passionate, focused, people first, and always advancing

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly
• Hand/Eye Coordination Occasionally
• Bend Rarely
• Complete Tasks in a Noisy Environment Rarely
• Feeling/Grasping/Handling RarelyMove/Traverse Rarely
• Repetitive Motions Rarely

Working Environment

Hazards Occasionally

Environmental Conditions

Office: This position primarily operates in a professional office environment in which team members occupy desks in assigned areas or at meeting/collaboration spaces within the building. The building's primary work areas consist of desks, chairs, computers, and other office equipment and devices for professional services.

Remote: This position primarily completes work from a remote setting, most commonly, a home office. This may be referenced as flexible workplace.

What's In It For You

• Full Medical, Dental, and Vision benefits and an integrated Wellness Program
• 401(k) Match Retirement Savings Plan
• Paid Time Off (PTO)
• Holiday Pay & Floating Holidays
• Volunteer Time Off (VTO)
• Educational Assistance Program
• Full Paid Par